Mandarin-Bilingual Medical Diagnostics Tech Support

Abbott

Philippines

On-site

PHP 335,000 - 670,000

Full time

14 days+

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Job summary

Abbott is seeking a responsive Technical Support professional to provide first-line assistance for ARDx infectious disease and related diagnostics products in the Philippines. You will handle inbound calls and emails, guide users through troubleshooting, document issues, and ensure timely resolution in line with quality and regulatory requirements.

The role is office-based with potential for remote work as needed.

Qualifications

3rd level certificate, diploma or degree in a relevant discipline such as Science, Biomedical, Medical Transcription, Healthcare Services, Nursing or Engineering.
At least 1 year of experience in a medical/clinical environment or customer-facing support role.
Demonstrates problem-solving, detail-orientation and ability to resolve complex issues.
Understanding of technical writing requirements.
Proficient in MS Word, PowerPoint, Excel and Outlook.

Responsibilities

Handle inbound customer calls and email communications professionally.
Review, prioritize and manage group mailboxes to action inquiries and complaints.
Provide first level troubleshooting for product issues across designated product range.
Document complaints using guidelines to ensure complete and accurate records.
Communicate investigation conclusions to customers in reports and calls.
Resolve inquiries within KPI timelines for individuals, team and company.
Identify opportunities to improve processes and customer experience.
Develop knowledge within ARDx technical support team and share with colleagues.
Execute applicable Quality System processes.
Maintain ability to work remotely if required.
Assume responsibility for daily tasks and flag risks to team lead.
Support customers in different market time zones as required.